Paperless Billing

Paperless Billing Information

What is Paperless Billing?


Paperless Billing
allows customers the option to stop the mailing of their paper bill, and instead, receive an e-mail notification that their bill is available for securely viewing online, then pay by one of the numerous payment options available through the Water Services Department.

Sign Up for Paperless BIlling


To sign up for Paperless BIlling, click on the Paperless Billing section of our application site and follow the steps. You will need your account number and service address to sign up for this option. About one week after you sign up, a confirmation e-mail will be sent to you along with a Personal Identification Number (PIN) that will allow you to access your account and securely view your bill.  

Frequently Asked Questions about Paperless Billing 

Below is a list of frequently asked questions about Paperless Billing

1. When will I receive my first e-mail notification for Paperless Billing?

About one week after you subscribe to Paperless Billing you will receive an e-mail that we have received your request and that your account information is correct. The confirmation e-mail will be sent to you along with a Personal Identification Number (PIN) that will allow you to access your account and securely view your bill.

2. Is there any special software program that I need to view my bill online?


To view your bill online you will need Adobe Acrobat Reader, which, if not already loaded on your computer, is available for free at http://get.adobe.com/reader/.

3. How do I change the e-mail address my notification is sent to?


There are three options for changing your e-mail address: 1) When you receive your monthly e-mail notification, you can click on “Changes to Paperless Billing” and follow the steps; or 2), Visit phoenix.gov/water and click on “Sign Up for Paperless Billing” in the tan box in the middle of the home page..

4. Can I get both an electronic and a paper bill?


No. Once you sign up for Paperless Billing you will no longer receive a paper City Services Bill by mail. To access your information you will need to provide your account number, your service address and your PIN.

5. If I sign up for paperless billing, will I still receive the city’s newsletter, Phoenix @ Your Service, or the annual water quality report by mail?

As far as Phoenix @ Your Service, you no longer will receive the publication by mail once you sign up for Paperless Billing, but there will be a link in your monthly e-mail to the Phoenix @ Your Service publication website where you can read it online. As far as the water quality report, it will be available online and there will be a link provided in your May e-mail. Also, the water quality report might be provided as an attachment during the May billing cycle. 

6. If I am an AutoPay customer will this effect how my account gets paid?


No. The only difference for AutoPay customers is that they only will receive the e-mail notification that they can view their bill online. Your automatic payment deduction will occur as it does now, approximately 10 days from your due date.

7. If I currently pay my bill online; do I need to do anything different?


No. There is nothing else you need to do except continue to pay online or by any other method you chose.

8. What if I want my spouse to receive the Paperless Billing notification?


A spouse can receive the e-mail notification at their own e-mail address. So when signing up for Paperless Billing, be sure to indicate their address instead of your own. Note: To access the information online, the spouse will need to know the main customer PIN.

9. How is Paperless Billing different from the way I view my bill online now?


With Paperless Billing you will receive an e-mail notification that your bill is available for viewing, where before you were not notified when it was ready for viewing. However, you will still need your account information and PIN to securely view the bill.

10. Can I see multiple months of my bill?


Currently, you only will be able to securely view your current bill; however, in the future, we plan on offering the ability to securely view your current and previous bills online.

11. Can I cancel Paperless Billing and choose to receive my paper bill again?


Yes, you can cancel Paperless Billing. There are three options for changing your e-mail address: 1) When you receive your monthly e-mail notification, you can click on “Changes to Paperless Billing” and follow the steps; or 2), visit phoenix.gov/water and find the link in the middle of the page.


12. Can I still donate to Project Assist each month if I receive Paperless Billing?


Yes, you can still donate any amount of your choosing to Project Assist. Whether you pay through our secured website, 24/7 phone system, or at one of our pay stations, you will have the opportunity to donate to Project Assist.

13. What if I have a question about my City Services Bill?


Contact the Customer Services Division at (602) 262-6251 during regular business hours, or you can e-mail us at water.customer.service@phoenix.gov. We will be happy to answer any of your questions.